Group Health Customer Service Representative Supervisor

JOB SUMMARY

The CSR Supervisor is responsible for managing the various aspects of the medical file review process, specifically the intake, turn-around time and the supervision of the Customer Service Representative team.

Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

MAJOR DUTIES & RESPONSIBILITIES

Oversight of Case Handling

• Oversight of File Review to ensure that cases are properly notated and are processed timely.
• Provide guidance on cases where there are questions on assignment and process handling.
• Conduct monthly audits on staff to ensure that goals are met and coaching/training is provided when required.
• Provide guidance and resolution to issues brought to the attention of the supervisor.

Coaching

• Train new team members on case workflow, processes and client specific requirements.
• Conduct one on one meetings with staff for progress meetings and to provide feedback.
• Participate in writing initial and annual reviews of staff members. May provide input into the hiring & firing process.

Client Interaction

• Provides updates to clients frequently on cases in progress.
• Responds to clients when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
• Ensure proper documentation for complex cases is provided to the client.
• Provide exceptional customer service to clients.

Other duties & special projects, as assigned and based on business needs.

EDUCATION/CREDENTIALS:

An Associate’s Degree or Bachelor’s Degree is preferred.

JOB RELEVANT EXPERIENCE:

Experience supervisor or managing teams is critical.

Business experience in a healthcare and/or insurance setting is preferred.

JOB RELATED SKILLS/COMPETENCIES:

Present exceptional communication skills with a clear understanding of company business lines. The ability to apply critical thinking, manage time efficiently and meet specific deadlines. Computer literacy and typing skills are essential.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and computer work.

WORK FROM HOME TECHNICAL REQUIREMENTS:

Supply and support their own internet services.

Maintaining an uninterrupted internet connection is a requirement of all work from home position.

This job description is subject to change at any time.

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace. 

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.